Skip to content

Phone & Messaging

Phone & Messaging

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

353 results found

  1. Scenario: Currently, callers in queue remain in queue after the call center closes at 5:00PM. Have an optional setting that allows for the callers that are queued to be sent to the after-hours destination instead of staying in queue when the queue switches to after-hours.

    3 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  2. Additional settings/key press/option to let the call route to either voicemail or 3rd party number instead of waiting for the maximum caller and number of callers in the queue to reach.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  3. The customer has requested the addition of a new feature within the Caller ID restriction settings. They would like an option that can be toggled on or off, labeled "Allow call queue group as caller ID." When enabled, users added to a call queue group would be able to use the group’s caller ID number when making outbound calls. However, when this option is disabled, the customer wants to prevent users in the call queue group from using the group’s caller ID for outbound calls made through the RingCentral app.

    Alternatively, the customer is also looking for an option that…

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  4. There should be a notification that a call is waiting when the call queue is empty or without any online person to be able to have call queue members available to receive the call and to monitor their status as well.

    8 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  5. Once the user turn off/on the call queue status on their extension, it will also turn off and on the status on the call queue via admin portal.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  6. When adding call queues in bulk, have a choice to not send template applied notifications to the Queue Managers being imported. Currently when queues are imported, anyone assigned as a Queue Manager is notified a template was applied. This produces a lot of emails to a client when a new system is being setup. The message when completing the import process only mentions the Super Admin and anyone else designated will be notified, not the Queue Managers.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  7. The manage ques that were on the desktop app is no longer there. I am a member of 3 ques and one I am in once a day for 30 minutes. If I choose to toggle so I dont accept que calls then that stops the other two that I am in all day. The capability of being able for each user to manage was the best. Our Admin people are not always able to monitor and change.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  8. I propose implementing a feature that would provide notifications for voicemails left in call queues, similar to the existing notifications for missed calls within the RC application. This enhancement would improve user awareness and responsiveness to incoming messages in queue-based communication systems.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  9. The callback queue recording is only available in English. This should be available in multiple languages to account for various language requirements. We have a need for a French version in RingCX.

    8 votes
    How important is this to you?
  10. Can you create a call queue which has callers waiting and announces which number they are in the call queue before their call is answered.

    For example if 10 people are calling and waiting it announces what number they are on the call queue.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  11. Maximum caller wait time in queue > add 10-15 second increments (1 min 10 sec; 1 min 20 sec)

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  12. Call Queue Custom Rule Templates

    Problem:

    Our current system lacks the ability to create and apply templates for custom call queue rules. This necessitates manual configuration for each call queue extension, a significant time investment considering we manage 340 call queues

    Current Behavior:

    Navigating through Phone System > Groups > Call Queue > Call Handling > Custom Rule.

    Manually setting up the desired call routing behavior for each individual call queue extension.

    Desired Behavior:

    We request the implementation of a system for creating and applying custom call queue rule templates. This would allow us to:

    Design a template with desired…

    15 votes
    2 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  13. Ability to have a custom rule for incoming call from a specific city to be forwarded to a different users or voicemail.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  14. The current call queue reporting system logs missed calls as individual entries, which can create confusion when multiple notifications for the same call appear. To enhance reporting accuracy and usability, we propose an Advanced Call Queue Reporting for Missed Calls feature.

    Proposed Enhancement:

    Missed Call Consolidation

    Instead of logging every missed call notification separately, the system should consolidate missed call attempts from the same caller within a single call session.

    Example: If a caller attempts to reach an agent multiple times within a defined time window, it should be recorded as one missed call entry instead of multiple.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  15. The customer wants to remove the call queue name when a user is receiving a call. They would like to display the caller ID or the number of the person calling instead of the call queue name.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  16. Call Queue Call forwarding to an External number with an option to have an alternate schedule

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  17. Customer would like to have the option to set the Number of callers allowed in queue to 1.

    2 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  18. I would like to add a 2 minute option to queue wrap up time. Or add the ability to customize a wrap up time.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  19. The call queue holds music, and greetings must play when the customer/clients call the main line. There should be an option to set up a ringtone only when users with extensions are transferring customers from one call queue to another.

    3 votes
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  20. Need the ability to create custom rules within call queues for incoming calls through the main IVR menu. So that if someone calls in through the IVR menu and choses one of the options, if they have a specific area code their call is routed to a specific extension, if their area code is not the one specific it goes to the call queue.

    1 vote
    New  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
  • Don't see your idea?